M1.1 Departures - Ch.3 Tickets, booking confirmations & boardingpasses

Program Theme 3
  • Trip around the world
  • Recap chapter 2 
  • Ch.3 - Tickets, booking confirmations&boarding passes
  • Assignments
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Slide 1: Tekstslide
LuchtvaartdienstverlenerMBOStudiejaar 1

In deze les zitten 34 slides, met interactieve quizzen, tekstslides en 1 video.

time-iconLesduur is: 90 min

Onderdelen in deze les

Program Theme 3
  • Trip around the world
  • Recap chapter 2 
  • Ch.3 - Tickets, booking confirmations&boarding passes
  • Assignments

Slide 1 - Tekstslide

Recap theme 2
What are the touchpoints in the departure hall with you in the role as a PGSA

Slide 2 - Tekstslide

Slide 3 - Video

Greeter and Host
Examples of language use?

Slide 4 - Tekstslide

Slide 5 - Tekstslide

Slide 6 - Tekstslide

Polite and friendly language examples
A
How may I help you, sir?
B
Can I help you, sir?

Slide 7 - Quizvraag

Polite and friendly language examples
A
Yess there is a seat availible in Business class, but you have to pay the fare difference
B
Yes there is a seat available in Business class, however there is a fare difference

Slide 8 - Quizvraag

When you are standing at a fixed position in the departure hall then you are the
A
GREETER
B
HOST

Slide 9 - Quizvraag

Pro-active behaviour is very important when you are a
A
GREETER
B
HOST

Slide 10 - Quizvraag

When your task is 'Host' you walk around freely through the departure hall
A
TRUE
B
FALSE

Slide 11 - Quizvraag

When your task is Greeter you are responsible for guarding the entrance of a handling area
A
TRUE
B
FALSE

Slide 12 - Quizvraag

Greeter
  • fixed position in dep.hall
  • entrance handling area
  • answering questions
  • direct to right desk in handling area
  • your attitude is open and friendly

Slide 13 - Tekstslide

Host
  • walking around in the departure hall
  • you are pro-active and approach passengers
  • you try to give service as good and quickly as possible

Slide 14 - Tekstslide

Can you tell me the difference between reactive en proactive service

Slide 15 - Open vraag

Name 3 ways to get information about your flight:

Slide 16 - Open vraag

How many Departure halls does Schiphol have?

Slide 17 - Open vraag

Slide 18 - Tekstslide

As a greeter and host:
You are:
  • hospitable and friendly towards passenger
  • answer all of their questions
  • check boarding passes and tickets
  • direct pax to the correct handling area

Slide 19 - Tekstslide

Slide 20 - Tekstslide

Time 
Use Assignment 7 in teams: Tablet and directing passengers!
Use assignment 6

Slide 21 - Tekstslide

Theme 3: Tickets, Booking Comfirmations and Boarding Passes

Slide 22 - Tekstslide

Professional knowledge
  • Booking reservations
  • Tickets
  • Boarding passes

Slide 23 - Tekstslide

Booking confirmation:
After booking the passenger receives an
 itinerary or ticket receipt

This contains a booking number which is stored in a computer system and called a
Passenger Name Record (PNR) or reference number

Slide 24 - Tekstslide

Assignments:
Book LVD K2: 
Read page 95 
Exercise 4.03 & 4.05

Slide 25 - Tekstslide

Tickets:
  • Tickets nowadays are electronic tickets:
e-ticket (ETKT)
  • proof that passenger booked a flight
  • E-ticket is a confirmation but not valid a boardingpass
  • Also known as trip summary and receipt or ticket itinerary

Slide 26 - Tekstslide

Booking information
PNR
Name of the passenger
number of this ticket

Slide 27 - Sleepvraag

Types of boardingpasses
  • Digital boarding passes
  • Printed boarding passes

Slide 28 - Tekstslide

Digital boarding passes
  • convenient quick and easy for passenger
  • avoid long check-in lines
  • check-in opens 30 hrs till several days before departure 

Slide 29 - Tekstslide

Printed boarding passes

To avoid check-in lines pax may use selfservice c/i kiosks
SSCI kiosks
When it doesn't work they may go to an agent at the c/i desk

Slide 30 - Tekstslide

Boardingpass printed at home
Boardingpass printed at a SSCI kiosk or desk

Slide 31 - Tekstslide

How to recognise?
The big difference between a boardingcard and a booking confirmation or e-ticket is the barcode.
A boardingpass always contains one of these barcodes or QR codes.

Slide 32 - Tekstslide

Assignments:
Book LVD K2: 
Read page 70
Do exercises 3.13 / 3.14 / 3.15 / 3.16

Slide 33 - Tekstslide

HOMEWORK:
Book LVD K2:
Read page 95
Do assignment 4.03 & 4.05

Read page 76
Do assignments 3.13 / 3.14 / 3.15 / 3.16

Read theme 1 & 2 

Trip:  KLM/AF Europe & France for next week





Slide 34 - Tekstslide